Microsoft word 2013 workgroup templates not always working

We have a GPO distributed to our sites that define a few Office specific settings

1) Workgroup template path (set to \\server\template share)
2) Show custom templates tab by default in Word on the Office Start screen and in File | New (ENABLED)

The issue we have is some users experience an issue viewing the templates or even the shared tab when they have a current document open then they choose file -> new. But if they close all word docs and open a fresh version the templates are there. The versions of Office we are using is Microsoft Office 365 Business - en-us  15.0.4719.1002

Any ideas on how to fix this? out of about 160 users we only see this on a few users.
Thomas WheelerAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Thomas WheelerAuthor Commented:
I seem to be finding this issue more and more. Any ideas?
Davis McCarnOwnerCommented:
1) Are these supposed to be the custom or default templates?
2) On an affected user, inspect the value of PersonalTemplates under HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Word\Options.  Is it what you are expecting?
3) What is its value for a user that does work?
Thomas WheelerAuthor Commented:
This key is not present on either machine. Office word options reg
Big Business Goals? Which KPIs Will Help You

The most successful MSPs rely on metrics – known as key performance indicators (KPIs) – for making informed decisions that help their businesses thrive, rather than just survive. This eBook provides an overview of the most important KPIs used by top MSPs.

Davis McCarnOwnerCommented:
When you set it using GPO, did you use the Office 2013 Administrative Templates?
Apparently, there were big changes made in 2014.
Alternatively, you could create the PersonalTemplates entry in the registry, point it to your templates folder, and I'll bet that would work, too.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
it can be a DNS latency or unavailability error, try using the server IP,
if it did not work try to map the template shared drive using  GPO and use that drive letter in templates location settings
Thomas WheelerAuthor Commented:
@DavisMcCarn We are using the 2013 Admin templates. The work around that we are using is deploying a reg key for the "Default personal template location"  It would be nice for the workgroup template path to work via the GPO.

@FarWest thanks for the input. The fact that it works everytime when you open a fresh instance of word would say that the network path / functionality is working as expected. It's only on the second instance that the templates custom tab is not even there.

I am going to leave this open for a bit longer to see if anyone has any ideas on fixing this. If not I will accept @DavisMcCarn's response as that is what we are doing.
Davis McCarnOwnerCommented:
I found lots of folks beefing about the same issue so you're not alone.....
Setting the Default Personal Template location seemed to be the surest fix.
Thomas WheelerAuthor Commented:
Not really a solution to the issue but a work around.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Office 365

From novice to tech pro — start learning today.